IT Operations Management - A (NCS/Job/ 3857)

• IT Service Delivery aligned with SLA management and customer expectations.

• Must be able to support and successfully drive End user support and Data Center management and coordination.

• Manage incident, problem, change, capacity, and availability processes as per ITIL

• Drive IT process automation with implementation and continuous improvement

• Monitor and maintain ServiceNow workflows

• Oversee hardware and software asset lifecycle

• Ensure user and asset compliance

• Lead IT support team, optimize staffing, minimize attrition

• Handle manpower hiring, onboarding, offboarding and training

• Coordinate with vendors, OEMs, and customer IT stakeholders

• Implement ITIL governance for Incident, Change, Problem, Capacity, Availability

• Conduct audits and compliance checks

• Identify automation opportunities and conduct training

• Escalation management and resolution

• Manage Operations Managers for SNXT Team, assign tasks, and ensure timely completion

Required Skills & Qualifications ::

• 3 – 5 years in IT Operations, with same years in service delivery role

• Strong knowledge of ITIL framework (certifications preferred)

• Hands-on experience with ServiceNow or similar ITSM tools • Expertise in hardware/software asset management

• Excellent leadership, communication, presentation and stakeholder management skills.

• Ability to manage large teams and coordinate with multiple vendors Key Competencies ::

• Customer-Centric Approach

• Process Orientation

• Analytical & Problem-Solving Skills

• Team Leadership & Development

• Adaptability & Continuous Improvement Mindset

• Escalation Management Skills